CBTCS Engineering Service Delivery Analyst

Location:

Toronto, Ontario, Canada

Job : R0139857

Date Posted:

Company Name:
Hitachi Rail Canada Inc.

Profession (Job Category): IT, Telecom & Internet

Job Schedule:

Full time

Remote:
No

A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there’s something for everyone to get stuck into. And that’s where you come in.

Position Summary The Service Delivery Analyst (SDA) for CBTCS E2 Services is responsible for ensuring reliable, efficient, and customer-focused delivery services that support engineering teams. The role oversees service performance against SLAs, coordinates incident and change communications, manages ticket resolution governance, supports monthly maintenance verifications, and acts as the primary point of contact for CBTCS E2 service consumers. It also supports CI/CD-related service operations and drives collaboration, continuity, and continuous improvement across the CBTCS E2 service landscape.

The Service Delivery Analyst ensures reliable, efficient, and well-governed delivery of services to engineering teams. The role drives service quality through SLA oversight, performance monitoring, incident and change coordination, and clear stakeholder communication. It improves productivity by streamlining service operations, supporting CI/CD service needs, and enabling faster issue resolution. The role also strengthens collaboration, supports scalable service delivery, and helps ensure compliance, control, and operational stability across the service landscape.

• Service Delivery Management:
  Ensure CBTCS E2 services are delivered in line with business needs and agreed SLAs, with clear focus on lead time, time to first response, and time to resolution.
• Service Catalogue and Operational Support:
  Support the definition, coordination, and adoption of CBTCS E2 and related engineering services across teams, ensuring clarity of service scope and support model.
• Ticket and Request Governance:
  Oversee E2
  
  SDK and GTS (CBTCS) requests and incidents, ensuring effective tracking, prioritization, escalation, and closure.
• Incident, Change and Maintenance Coordination:
  Lead coordination and communication for incidents, planned changes, and monthly IT maintenance verifications to minimize service disruption.
• CI/CD Service Support:
  Support operational delivery for CI/CD-related services, coordinating with engineering and infrastructure teams to address service issues and reduce delivery blockers.
• Continuous Improvement:
  Identify opportunities to improve service quality, responsiveness, and reliability through better coordination, process improvements, and stronger service governance.
• Stakeholder Communication:
  Act as the primary point of contact for CBTCS E2 service consumers, providing clear and timely communication to engineers, stakeholders, and support teams.
• Compliance and Operational Standards:
  Ensure service activities are managed in line with organisational processes, controls, and expected operational standards.
• Team Coordination and Continuity:
  Support onboarding, orientation, leave transitions, and collaboration sessions within the CBTCS E2 team to maintain continuity and effective service delivery.

• Experience:
  
  Relevant industry experience, with 3 to 5 years of experience driving service delivery or platform management within an engineering environment.
• Education:
  
  Bachelor’s degree in engineering, Computer Science, or a related field.
• Certifications:
  
  Relevant certifications such as ITIL, PMP, or specific platform-related certifications are preferable.
• Technical Knowledge:
  Proficiency in engineering platforms, understanding of Engineering Process & Standards. Experience with incident management and service Desk tools (e.g. Service Now, Jira Service Desk).
• Skills:
  
  Strong problem-solving skills, excellent communication abilities, and the capacity to manage multiple priorities.